I posted the other day about my disappointment in NewEgg.com for what I felt was a lack of genuine interest in my problem with the way my order was packaged. I felt that I was doing the right thing by contacting them to explain how my package arrived in the hopes that it could improve their service but ultimately, it felt like it fell on deaf ears. NewEgg is a pretty big company and I honestly didn’t expect much to happen from my post. It was a venting session mainly.
So yesterday, out of the blue, I get a phone call Mike Paulus, NewEgg’s Customer Service Operational Support Manager, as well as Kerrigan Hodnett, a director at NewEgg. Woah! Quite unexpected!
We talked for about 20 minutes during which both were very apologetic for the service I had received and the lack of attention to my concerns. What struck me was that they took the time to look me up in their database to get my contact info, read through my chat transcript with the rep (ensuring they had a complete picture) and actually called me to ensure that my concerns were addressed and to let me know that they valued me as a customer. I didn’t ask them to do it. I didn’t request to speak to a manager. They just did it!
This is really what customer service is about and I can’t remember the last time a company, especially the size of NewEgg, took the time to reach out to me about a problem. I’m still very much astonished by this but I’m very thankful that Mike & Kerrigan took the time to contact me. It really does speak volumes about the type of business that NewEgg is & how they care for their customers.